Job Description

(Min 3 years Experience)
What is the larger purpose and impact of this role?
Customer Delight is the core of any successful business. All our efforts and initiatives at Bag2Bag Rooms are always centered on making the life of travelers’ easy and helping people achieve their travel dream. The only way we can succeed in our mission is by winning the trust of people by giving them a flawless rewarding experience every time they use Bag2Bag Rooms.
The Customer Experience Champion will be responsible for establishing the Bag2Bag Rooms brand as a customer-centric entity where customer happiness comes before everything. Achieving this will be the most critical factor in the success story of Bag2Bag Rooms.
Roles & Responsibilities:
1. Customer Management: Addressing the queries of customers or partner hotels over call & email and providing the required support. 2. Booking Management: Coordinating with the hotels to ensure every booking is well recorded to ensure a smooth check-in experience for the customers. 3. Escalations Management: Resolving any customer grievances and managing the escalations promptly & appropriately to win back the trust of the customers. 4. Relationship Management: Monitoring & analyzing the performance of partner hotels and managing healthy relationships with the partner hotels to maximize revenue from them 5. Support Services: Providing support in other functions as per the need such as onboarding the partner hotels to Bag2Bag Rooms platform, providing research & analysis support to product, marketing, business development & other teams as required to drive growth.
What does the company do?
Bag2Bag Rooms is a travel-tech startup based in Bangalore which provides customized online accommodation booking in key cities of India. Our mission is to make the accommodation affordable and reachable to all the needy ones. No one wants to spend extra when you can get the same in less. Our slot-based hotel booking would not only help customers but to businesses also because it is increasing the willingness to stay in hotel and revenue per available hotel room. Bag2Bag’s booking portal provides affordable to luxurious hotel rooms for day use or Pay per use basis with multiple check-in and check-out options. We want to see the evolution in hotel booking industry from legacy to a modern personalized approach and want to be the part of it.
What type of candidate will succeed in this role?

• Excellent communication skills with a strong ability to empathize with people.

• Passion for operations and customer management.

• Have an eye for detail.

• Multi-tasking ability.

• Ability to calmly and quickly manage stressful situations.

• 3-5 years of experience.

• Candidates shall be available to work on shifts with weekly off as Monday & Tuesday.

• Candidates should be fluent in English and Hindi.

• Students from all the programs are eligible to apply. Preferable undergraduates from a BBA background with specialization in Travel & Hospitality.